Guest Experience Manager
6 days ago
JLL supports the Whole You, personally and professionally.
**Job Title**: Guest Experience Manager
The role of Guest Experience Manager is to ensure the highest level of service is delivered to both visitors and colleagues in the Egypt Head Office.
They will consistently deliver service excellence, managing the Guest Services team to provide a seamless visitor experience and working with local stakeholders to enhance the colleague experience, adding value at every opportunity. Overseeing the catering and hospitality services, they will ensure an exceptional offering is provided in keeping with the client’s brand.
The Guest Experience Manager should support the FM team through the development and implementation of tools & processes to ensure a positive & engaging workplace experience each day. They will design, deliver, and empower others with a program that exceeds the business’ expectations and requirements.
Focused on building a sense of community and a feeling of pride and excitement in our client’s newly refurbished space, the Guest Experience Manager will be responsible for creating and running a suite of events, working with the local ERG groups to connect these to our client’s overall culture.
A highly self-motivated individual who has an instinctive customer centric approach that anticipates our colleagues & customer’s needs and lives the CX Vision: “We pledge to create exceptional, memorable experiences for colleagues and customers”
Key responsibilities
Service Excellence
To ensure that all visitors experience service excellence consistently according to departmental KPIs and objectives
To ensure that all colleagues experience service excellence consistently, providing a proactive response to colleagues on working floors, and efficient service throughout their day
Deliver a client focused Colleague Experience, lead by example and work with the team to develop all aspects of colleague service in line with our vision and values
Constantly looking for ways to enhance the colleague experience with the support of the Head of Guest Services.
To ensure accurate information is available to provide colleague support and liaise as a point of contact between business support teams
Liaising with key business colleagues and providing excellent customer service - encouraging the team to deliver “wow” moments when the opportunity arises
Ensure that the team are always taking ownership of colleague spaces
Work with the catering provider to ensure a industry leading service to colleagues and drive the hospitality programme
Ensure a commitment to service excellence recognising colleagues with the STAR programme
Colleague Experience & Communication
Create and run a proactive schedule of community events
Adaptable to work throughout the Colleague Experience operation providing leadership support appropriately
Effectively communicate to the senior management team, displaying accuracy and attention to detail both in verbal and written communication
Maintain a strong awareness of business activity communicating all updates with Team Leaders & Client stakeholders whilst building strong and lasting relationships
Escalate any new / ongoing / potential issues and complaints to the Head of Guest Services Manager so that they are addressed accordingly
Organise the training of new team members including induction plans and reviews to include a focus on experience
Ensure all Colleague Experience and Guest Services procedures are adhered to at all times.
To Support and guide all Experience Ambassador Team Leaders with their daily tasks and personal development, to help improve each individual and overall service standards for colleagues
Leadership Support
To support the team’s awareness of business and team activity with regular and ad-hoc communication including team meetings and regular one to ones
Provide guidance, on Guest Services systems including visitor registration and events to support colleagues with any queries
To ensure that the Guest Services team are consistently aware of VIP activity throughout the site to ensure that service is exceeded at any touchpoint
Identify areas of opportunity within the wider team for training and development
Ensure that all times you are adhering to the highest levels of personal presentation / appearance and wearing the correct uniform
Carry out service audits of both the guest and colleague areas to ensure they are operating with service excellence at the forefront
Operate in a pro-active manner that supports the entire Team, demonstrating a can-do attitude
Build & maintain a strong customer relationship with key influencers and floor champions
Support a culture of continuous learning within the team, supporting them on their journey of being a customer service professional
Promote and share best practice across the MENAT team to align service standards
Person Specification/Requirements
At least 2 years’ leadership experience within a Front of House rol
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